Operations Manager

OTO Development•Washington, DC

11d

About The Position

The Operations Manager oversees hotel operations, including financial performance, housekeeping, team development, guest satisfaction, property maintenance, safety, and franchise standards. The role works with hotel teams to manage wages and controllable expenses while maintaining profit margins without compromising guest or team member satisfaction. The manager oversees costs such as supplies, utilities, food and beverage, and labor, and reviews financial reports to identify concerns and improve performance. The Operations Manager develops and supports team members, ensures training takes place throughout the property, and fosters open, collaborative relationships. The role is highly visible on property, gathers feedback from team members and guests, and helps resolve operational and service issues. It also ensures that the building is well maintained, the property is safe and secure, and hotel emergency procedures are communicated and carried out. This position is managed by OTO Development, a hotel development and management company operating hotels across the United States. The role reports to the Assistant General Manager. Travel is not required.

Requirements

At least 3 years of previous hotel management experience is preferred.
Previous food and beverage experience is preferred.
Previous hotel leadership experience with proven success leading teams.
Ability to coach, train, praise, and discipline employees effectively and consistently.
At least a high school diploma; a college degree is preferred.
Extensive financial knowledge and strong business acumen.
Valid driver’s license from the appropriate state.
Demonstrated drive for results through successful performance in prior leadership positions.
Action-oriented approach to working efficiently and effectively toward operational objectives.
Strong time management skills to meet commitments across multiple departments and roles.
Customer focus to consistently deliver optimal employee and customer satisfaction for the hotel.
Ability to walk and stand for extended periods as required by the job.

Nice To Haves

Food and beverage experience.
College degree.

Responsibilities

Coach and support hotel team members in managing wages and controllable expenses while maintaining profit margins and satisfaction.
Manage hotel costs, including supplies, utilities, food and beverage, and labor, within budgeted parameters.
Use sales and revenue acumen to support an efficient and profitable operation.
Ensure service, technical, and other training occurs throughout the property.
Ensure the cleanliness and functionality of guest rooms and the entire hotel building.
Oversee the housekeeping department and its daily operations.
Review financial reports and statements to assess performance against budget and expenses, identify concerns, and develop improvement strategies.
Establish open, collaborative relationships with direct reports and the broader team.
Maintain a visible presence with team members, solicit feedback, use an open-door policy, and address issues identified through engagement results.
Ensure team members are treated fairly and equitably.
Hire team members with the expertise, creativity, and leadership needed for the operation.
Foster commitment to exceptional service, participate in daily stand-up meetings, and model desired service behaviors.
Communicate the drivers of guest satisfaction and ensure service-strategy elements are in place.
Advocate for guests by coordinating resources to resolve guest and operational issues.
Interact regularly with customers to obtain feedback on product quality, service levels, and overall satisfaction.
Observe team members’ service behaviors and provide feedback to individuals or supervisors.
Review comment cards, guest survey results, and other data to identify improvement opportunities.
Analyze service issues, identify trends, develop creative solutions, and ensure those solutions are implemented.
Ensure the building is well maintained and operational areas meet or exceed guest expectations.
Make decisions, oversee team performance, remove obstacles, and ensure resources are available to achieve business results.
Inspire and motivate teams to achieve operational excellence.
Administer policies fairly and consistently and ensure team member performance is evaluated and recognized where appropriate.
Ensure the property meets franchise standards and is safe and secure for guests and team members.
Communicate and ensure execution of hotel emergency procedures.